Trip.com Group Hiring! Full Time Group Leader in Federal Territory - Ricebowl

In this Role, you'll get to

• Manage daily team operations: Oversee staffing, scheduling, attendance, task assignments, and daily execution to ensure smooth and stable operations.
• Drive team performance and service delivery: Monitor KPIs, SLAs, productivity, quality, and service efficiency, and take action to improve results.
• Coach and develop team members: Conduct performance reviews, provide feedback and coaching, and support employee growth and capability building.
• Ensure service quality and compliance: Maintain high service standards, ensure adherence to SOPs and company policies, and handle quality monitoring and corrective actions.
• Improve processes and support operational changes: Identify service or workflow issues, propose improvements, and support new processes, system updates, and automation initiatives.
• Handle escalations and partner issues: Manage complex complaints, urgent cases, and hotel partner escalations with professionalism, ownership, and timely resolution.
• Collaborate with cross-functional stakeholders: Work closely with teams such as Training, Quality, WFM, Product, IT, HR, and Business teams to solve problems and support business goals.
• Build team culture and leadership pipeline: Promote company values, strengthen team engagement, identify high-potential talent, and support leadership and succession development.

What you'll Need to Succeed

• Bachelor's degree or above, with experience in customer service, operations, merchant/vendor management, or related fields; travel, hotel, OTA, e-commerce, or BPO background is a plus.
• Proven ability to manage, coach, motivate, and develop teams, with prior team management experience preferred.
• Able to manage daily operations, handle complex issues, prioritize tasks, and adapt quickly in a fast-paced environment.
• Comfortable using operational data to track performance, identify issues, and provide actionable insights and presentations.
• Strong verbal and written communication skills, with the ability to collaborate across functions and influence outcomes effectively.
• Proficient in Microsoft Office and relevant operational tools;